Client Case Study – Monte Casino
Montecasino has a loyalty programme whereby their high roller and VIP clients are frequently rewarded with complimentary tickets to events and shows. The company appointed CallWorx almost a decade ago, to fully manage this rewards programme on their behalf.
The Task at Hand
Montecasino appointed Callworx to manage their customer rewards programme on their behalf. This includes handling incoming calls to the call centre, as well as making personal calls to every customer to welcome them to the programme. In addition, CallWorx was tasked with regularly issuing these VIP clients with complimentary tickets to shows and events, and fully managing the booking processes for the events.
The CallWorx Approach
The CallWorx’s team handles all incoming calls to Montecasino’s customer rewards programme contact centre and ensures that all queries are resolved quickly and efficiently. The team also makes outbound calls on behalf of Montecasino to welcome every new VIP client to the programme, verify their details and check that they are enjoying the full benefits of the rewards to their avail.
In addition, CallWorx engineered a custom-built system to enable seamless issuing of complimentary tickets to shows and events to these high roller and VIP clients, that is in accordance with Montecasino’s loyalty points system. The system also provides for seamless online booking to these events.
Outcomes
CallWorx successfully provides Montecasino with an end-to-end solution for the management of their customer rewards programme. This includes handling incoming calls to the contact centre and making outbound courtesy calls to VIP clients, as well as providing a bespoke system for issuing these clients with complimentary tickets to shows and events, and booking for the events.
